Federal Consulting Group August 2004 Department of Labor Civil Rights Center 2004 Satisfaction Study - Recipients

2 Federal Consulting Group Review of the American Customer Satisfaction Index 4A uniform, cross-industry quarterly index of private sector customer satisfaction that was adopted in 1999 as the “gold standard” measure for Federal government agencies. 4Relates expectations and evaluations of quality to customer satisfaction. 4Internationally-accepted measure of customer satisfaction used in over 20 countries. 4Database contains information from over 300,000 customer interviews. 4Produced by a partnership between the National Quality Research Center at the University of Michigan Business School, the American Society for Quality and CFI Group.

3 Federal Consulting Group Why Should Agencies Measure Customer Satisfaction? Link customer satisfaction with expectations and desired outcomes Benchmark against “best” in business and government Set “baseline” for customer satisfaction and measure progress Provide critical information for annual performance plans to Congress (as required under GPRA) Identify areas for improving quality of service provided to customers Raise trust in your agency and the government overall Enable Senior Executive Service members to meet performance criteria Customer Satisfaction

4 Federal Consulting Group 4A component score is a weighted average of the set of attributes, or survey questions, comprising a component or activity. Responses to survey questions are given on a 1-10 scale, which is converted to a scale for score reporting. 4An impact, on the other hand, predicts the increase in satisfaction that would result from a 5-point increase in a component or input score. 4Areas for improvement are those components or activities with a relatively low score and a relatively high impact on satisfaction. Review of ACSI Results In the simplified example shown here, Activity 2 would be a key action area due to its relatively low score and high impact. Component 2 Component Overall Quality 79 Example

5 Federal Consulting Group Customer Segment 4Which Civil Rights Center customer segment was surveyed? The Recipients segment is defined as State level Equal Opportunity Officers that receive information, assistance, training and reviews from the Department of Labor Civil Rights Center. 4How were the Civil Rights Center customers identified? The Civil Rights Center provided a list of names and addresses for the State Equal Opportunity officers that utilize their services. CFI Group sent invitations via to these officers to visit a website to take the Customer Satisfaction survey. Customer surveys were collected continuously from June 7 through July 6, 2004.

6 Federal Consulting Group 79* 4The Civil Rights Center Recipients score is significantly higher than the 2003 national federal government ACSI score of 71. CRC Recipients Results 4The Customer Satisfaction Index for CRC Recipients is… CRC Recipients Federal Government ACSI * The Customer Satisfaction score for the Civil Rights Center Recipients is +/- 4.0 at the 95% confidence level.

7 Federal Consulting Group CRC Recipients Customer Satisfaction Model

8 Federal Consulting Group Detailed Results 4Civil Rights Center Staff received the highest component score. Recipients rated the knowledge and professionalism of the staff exceptionally high (92), while rating the availability of staff slightly lower (84). 4Training is an area of strength for the Civil Rights Center. Recipients feel that CRC is conducting useful training sessions (88) and presenting information that is clear (85). This component has the highest impact on Satisfaction. 4The score for the CRC Website is 77. Recipients rated the usefulness (79) and thoroughness (77) of the information on the website favorably, yet rated the ease of finding information considerably lower (69). 4Recipients rated the Quality of Information they receive from CRC favorably. Usefulness of the information had the highest score (79), while clarity of the information had the lowest score (76).

9 Federal Consulting Group The CSI is derived from three questions dealing with overall satisfaction. Customer Ratings: Customer Satisfaction Index How service provided by the Civil Rights Center meets your expectations How service provided by the Civil Rights Center compares to an ideal institution How satisfied you are with the service provided by the Civil Rights Center

10 Federal Consulting Group Customer Ratings: Training Impact on Customer Satisfaction: 2.6

11 Federal Consulting Group Customer Ratings: Staff Impact on Customer Satisfaction: 0.9

12 Federal Consulting Group Customer Ratings: Website Impact on Customer Satisfaction: 0.9

13 Federal Consulting Group Customer Ratings: Quality of Information Impact on Customer Satisfaction: 0.4

14 Federal Consulting Group Recipients Ratings: Segment Results Received Training vs. Did Not Receive Training Recipients that attended training conducted by the Civil Rights Center rated all components considerably higher.

15 Federal Consulting Group Recipients: Calling CRC Who Recipients talk to at CRC and the Topics Discussed Recipients speak to Tech Advisors, Senior Policy Analyst, and Managers most often. Recipients call to discuss Methods of Administration and General Information most frequently.* * Recipients could indicate more than one topic that they called to discuss, this question was asked as a multiple response question.

16 Federal Consulting Group Desired Outcome 4The Civil Rights Center wants their Recipients to say positive things about the services they provide. This is the desired outcome that was measured in the customer satisfaction survey. r“How willing would you be to say positive things about the Civil Rights Center ?” scored an 89 (impact of 4.1 from CSI) Have not Complained 92%

17 Federal Consulting Group Conclusions and Recommendations Evaluate current Training offerings The Civil Rights Center Website is an area for possible improvements 4 Recipients rated the ease of finding information on the website the lowest of all attributes measured in the survey. However, this is the method they use most to obtain information from the CRC. If possible, provide a clear link to the CRC from the DOL website and organize resources in a more comprehensive manner. Staff should be maintained 4 Keep up the good work! This component has the highest score and a relatively high impact on Satisfaction. Recipients are very satisfied with the interactions they have with CRC staff members. Monitor this area - if scores decline here, scores for Satisfaction will most likely decline also. 4Recipients are very pleased with the training seminars, conferences and workshops that the CRC is conducting. However, not all recipients are able to attend these events. Investigate additional options, such as online and on-site training, so all recipients have access to training.

18 Federal Consulting Group 4Detailed survey results for all of the Federal services, including trends in performance and customer satisfaction, were updated in December 2003 and can be found on the website 4Many agencies share best practices through the interagency customer service forum. Additional Information